Who We Are
At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a versatile, supportive environment where your well-being is prioritized and your potential can thrive.
The Role
Key Responsibilities
Domain Leadership
Own end-to-end Contact Centre Technology domain delivery and governance.
Define technology roadmap and transformation initiatives aligned with business objectives.
Drive innovation, automation, AI adoption, and optimisation initiatives within the Contact Centre landscape.
Act as the senior escalation point for major incidents and business-critical events.
Operations Management
Lead and govern:
Incident Management
Problem Management
Change Management
Service Request Management
Release Management
Capacity Management
Availability Management
Major Incident Management
Disaster Recovery and Business Continuity Planning
Key Deliverables:
Service availability and SLA compliance
RCA governance and problem elimination
Change success rate improvement
Risk and compliance management
Performance reporting and service reviews
Technical Leadership
Provide architecture oversight, solution design, implementation governance, and operational support for:
Avaya Platforms
Avaya Communication Manager (CM)
Avaya CMS
Avaya AES
Avaya Messaging Solutions (AMS)
Avaya Session Manager (SM)
Avaya System Manager (SMGR)
Avaya Enterprise Survivable Server (ESS)
Avaya Aura Application Manager (AAM)
Cloud Contact Centre Platforms
Amazon Connect (AWS Connect)
Genesys Cloud / Genesys CCaaS
Call Recording & Quality Platforms
Verint Call Recording
NICE Recording Solutions
Calabrio Call Recording
Contact Centre Ecosystem Technologies
Aqu